Customer Success Manager



New York, USA
Posted on Friday, May 10, 2024

🚀 About PermitFlow

PermitFlow’s mission is to streamline and simplify construction permitting in the $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.

We’ve raised $5.5m+ led by Initialized Capital, Y Combinator, and the founders and executives from Zillow, PlanGrid, Thumbtack, Opendoor, Bluebeam, Uber, Twitter, HubSpot, Procore, Yelp, Brex, and more.

Our team is remote first and consists of architects, structural engineers, permitting experts, and workflow software specialists, all who have personally experienced the pain of permitting.

Who you are?

  • B2B Software Customer Success Expert: You've managed customers with 5-6 figure ACVs, and always take a pro-active approach that is thoughtful and detail-oriented.

  • Customer Focused: Build and maintain strong, long-lasting customer relationships. You'll be the go-to for our customers who keenly understands their business needs and how PermitFlow can fit in to their growth and success.

  • Thought Leader: Act as a key player in the CS process, iterating adoption all the way through advocacy.

  • Analytical: You're take a data-driven approach and are able to gather, format, and interpret data to leverage in customer conversations.

What You’ll Do:

As an early Customer Success Manager at PermitFlow, you’ll work alongside the Head of Customer Success to both support our rapidly-growing customer base and develop and iterate on processes.

  • Manage a book of business comprised primarily of contractors and developers in the construction industry and nurturing stakeholder relationships with decision makers and influencers

  • Own customer rollout, lifecycle management, renewal and expansion for your book of business

  • Collaborate with our Permit Operations team to onboard clients and ensure their continued satisfaction with the platform

  • Proactively build and project-manage intervention plans for at-risk customers

  • Engage with Product and Operations leadership to provide user feedback and play a key role in developing the product roadmap

  • Collaborate with the Head of Customer Success on internal initiatives, building process and laying the groundwork for future CSMs

The ideal candidate for this role is a proactive team player that is willing to dive in head first in the face of ambiguity, and a customer-first thinker who can rationalize the needs of our customers’ businesses with our own priorities.

🙌 Qualifications & Fit:

  • 2-3 years of experience within the early stage tech startup space

  • Excellent communication and negotiation skills, with the ability to deliver presentations and demonstrations effectively

  • Self-motivated and driven, with a passion for building strong customer relationships

  • Willing to dive in head first in the face of challenges and ambiguity

  • Experience in the construction industry (and ideally permitting) is a strong plus!

💙 Benefits

  • Competitive salary and equity packages

  • Home office & equipment stipend

  • Flexible working hours & unlimited PTO

  • Health, dental, and vision insurance